Job Description

The Financial Aid Advisor is a member of the Financial Aid Customer Service team. This position meets with and answers financial aid questions for current and prospective students, and works directly with students to enhance their understanding of responsibilities as a financial aid recipient. This position plays a key role in fostering a positive experience for students seeking aid, and exhibits a commitment to student success and retention. This role collaborates with members of the Financial Aid team to deliver first-class customer service, continuous improvement, and to promote the university’s goal of prioritizing the wellbeing of each student.

FGCU is a member of the State University System of Florida and an Affirmative Action and Equal Employment Opportunity and Access Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability, sex, pregnancy, national origin, marital status, genetic predisposition, sexual orientation, gender identity/gender expression, veteran status, and any other protected class(es), as required by applicable state and federal law, as well as University regulations and policies.

• Provides financial aid counseling and front-line customer service to current and prospective students, parents, and staff families by phone, in person, chat, and email with the goal of delivering exceptional service.
• Advises students and parents about options and opportunities to pay for college. Answers questions concerning financial aid, scholarships, and work study including benefits, eligibility criteria, the application process, policies and procedures, deadlines, loan information and requirements, and the impact of taking out student loans.
• Applies customer service skills, knowledge, advocacy, and professional judgment to address simple and complex situations; ensures stakeholder financial aid needs are served in a timely manner and a positive experience. Makes necessary referrals to other student services offices.
• Conducts needs analysis, interprets, applies, and explains complex regulations in compliance with federal criteria to determine the relative eligibility of each financial aid applicant to award federal student aid.
• Assures compliance with Title IV Federal regulations in addition to state regulations in regards to delivery of funds to students.
• Conducts verification of student and parent application data in compliance with federal criteria. Verifies the accuracy of information provided on applications for federal and/or state aid programs.
• Guides student through the submission process for professional judgment exceptions, appeals and petitions in accordance with federal statutes. Provides support to students experiencing family, personal or economic crises which may impact academic performance.
• Corresponds with students in writing, in person or by phone regarding outstanding documents necessary to complete the financial aid application process.
• Processes and maintains student documentation via the electronic document imaging system.
• Participates in preparation and execution of outreach programs and initiatives (on and off campus) offered by the Office of Financial Aid & Scholarships, FGCU campus partners and/or community partners. Makes recommendations for potential outreach activities and initiatives.
• Conducts financial aid presentations on and off campus.
• Works actively across campus departments to ensure a spirit of college wide collaboration, collegiality, civility, and teamwork.
• Stays current on financial aid rules and procedures. Recommends changes to processes to create improvements.
• Attends professional conferences, trainings, and meetings related to enrollment management, billing, and financial aid.

• Other job-related duties as assigned.

• This position requires either six years of directly related full-time experience or, as an alternative, a Bachelor’s degree from an accredited institution in an appropriate area of specialization and two years of full-time experience directly related to the job functions.
• Any appropriate combination of relevant education, experience, and/or certifications may be considered.
• Experience with personal computers using Microsoft Office (Excel, Word, Outlook) software.

• This position requires either eight years of directly related full-time experience or, as an alternative, a Bachelor’s degree from an accredited institution in an appropriate area of specialization and four years of full-time experience directly related to the job functions.
• Any appropriate combination of relevant education, experience, and/or certifications may be considered.
• Experience with personal computers using Microsoft Office (Excel, Word, Outlook) software.

• Knowledge of federal and state financial aid programs and supporting regulations.
• Knowledge of Title IV program fund regulations.
• Knowledge of U.S. Department of Education rules and regulations.
• Knowledge of state college and high school curriculum requirements.
• Knowledge of current tax forms, regulations and the implications of such regulations on financial aid.
• Excellent interpersonal, verbal and written communication skills.
• Skill in researching regulatory information and resolving complex financial questions.
• Skill in organizing resources and establishing priorities.
• Ability to prioritize and manage a significant caseload.
• Ability to interpret and explain regulatory information related to the financial aid process.
• Ability to diffuse and respond professionally to stressful situations and difficult people.
• Ability to provide professional customer service.
• Adheres to the highest professional and ethical standards to maintain data confidentiality and integrity.
• Ability to work independently to complete assignments.
• Ability to present effectively to small and large groups.
• Ability to interact in a professional manner with a diverse group of staff, faculty, students, and the community in a service-oriented environment.
• Ability to think critically and creatively, have a high standard of integrity, and be motivated to incorporate best practices into the organizational structure.
• Ability to thrive in an organization that values the diversity of its student body and workforce and actively promotes an equitable environment.

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